Blockchain.com is the world's leading software platform for digital assets. We offer the largest production blockchain platform globally, driven by our passion to code, create, and build an open, accessible, and fair financial future, one piece of software at a time.
At Blockchain.com, our customers are at the heart of everything we do. The Customer Success team delivers seamless, high-quality support and enables customer success across our rapidly growing, global user base.
As a Customer Success Senior Associate on our Prime team, you will provide exceptional service to millions of customers, with a focus on high-value segments. You'll become a product expert, skilled at troubleshooting and resolving complex or escalated inquiries across multiple channels, always with professionalism, accuracy, and empathy.
In this role, you'll act as a bridge between customers and our Product and Engineering teams, ensuring feedback, bugs, and feature requests are clearly reported and efficiently addressed. You'll stay up to date on all Blockchain.com products and use this knowledge to enhance the customer experience and deliver high-touch, tailored support.
You will communicate technical issues simply and clearly, collaborate effectively with cross-functional teams, and show a genuine passion for serving a global and diverse customer base. The role also offers opportunities to improve processes, tools, and self-service through project-based work.
Responsibilities
- Deliver best-in-class service to millions of customers, focusing on high-value segments ensuring timely and accurate support.
- Communicate professionally via tickets, email, live chat, social media, and in-person at events, always with a customer-first tone in English.
- Act as the customer's voice by identifying, documenting, and escalating bugs, product feedback, and feature requests.
- Collaborate with Product and Engineering teams to resolve product issues quickly and clearly.
- Maintain expert product knowledge and understand support and engineering processes for effective escalations.
- Contribute to improving customer success processes, tools, workflows and public-facing help content.
- Use internal tools such as Zendesk and Intercom to manage and optimize customer interactions.
- Meet and exceed key performance metrics including quality, productivity, responsiveness, and customer satisfaction.
- Handle project-based assignments including cross-functional initiatives and operational process changes.
Qualifications
- 2+ years in customer-facing roles, preferably in cryptocurrency, fintech, or regulated/high-growth industries.
- Experience managing complex and escalated customer issues with tailored, high-touch support to high-value clients.
- Excellent verbal and written communication skills, able to simplify technical concepts.
- High integrity and trustworthiness in customer interactions.
- Ability to work independently and collaboratively, knowing when to escalate or collaborate.
- Strong attention to detail in reviewing and documenting customer inquiries and product feedback.
- Capability to manage multiple priorities including project work beyond daily customer contact.
- Adaptability and resilience in a fast-changing environment, willing to support team goals beyond core responsibilities.
- Familiarity with Zendesk and/or Intercom is a plus.
- Experience improving customer self-service content is a plus.
- Willingness to work from the London office at least four days per week.
Compensation & Perks
- Full-time salary based on experience with meaningful equity participation.
- Hybrid role based in London requiring mandatory in-office presence four days a week.
- Work from Anywhere Policy allowing up to 20 remote work days per year.
- Access to ClassPass and unlimited vacation policy.
- Provision of Apple equipment and flexible work culture.
- Opportunities to build a career at a growing global technology company.
